Frequently Asked Questions (Host)

1. How do I sign up with BnBHero?

Signing up and creating a BnBHero account is free! The easiest way to sign up is by connecting with your Facebook account. This will automatically fill out some of your profile, and you’ll get an additional verification. If you don’t have or don’t want to use Facebook, you can also sign up with your email address to create an account. After signing up, make sure to finish completing your profile so that the community knows who you are.

2. Who can host on BnBHero?

Almost anyone can be a host! It's free to sign up and to list your space. The listings available on the site are as diverse as the hosts who list them, so you can post a bed in apartments, entire houses, rooms in bed-and-breakfasts, hotel rooms, tree houses in the woods, boats on the water, or enchanted castles. The list goes on and on! Find out more about our room types.

3. Do I have to fill out my profile?

BnBHero is a community marketplace built on trust and safety that facilitates the meeting of people in real life and is largely based on a review system. Completing your profile is key in preserving this trust because it makes your reviews reliable and authentic and allows you to share who you really are, right down to a real profile photo of you.

4. What should my profile include?

A great profile includes your full name, a profile photo with your lovely face, and some interesting facts about yourself, such as where you're from and your interests or hobbies. This is your opportunity to highlight how awesome you are, so feel free to be creative!
Verifications, references, and reviews also appear on your profile. You'll see the opportunity to verify your BnBHero account in order to build a trustworthy reputation by adding your phone number or connecting to a social network. If you are new on the site and don't have any reviews from hosts, references are great way to have friends, family, and co-workers vouch for you.

5. What is benefit when I upload the room in BnBHero?

Detailed description on how to register rooms could be found at “How It Works” page. (View How To Page) Showcasing your listing is essential in increasing your visibility and making it more likely for guests to reach out to you. We’d like to give you six tips to help you make your listing awesome.

①. Take great photos of your space.
Photos are the number one factor in a guest’s choice to stay at a property.
②. Complete your listing’s description by writing at least 150-200 words.
Guests are arriving to your place site unseen, so help them out by telling them a little (or a lot!) about where they are staying, what they are getting, the neighborhood they’ll be staying in, and what they can safely expect.

③. Upload a profile photo, and tell a little about yourself.
Help travelers put a face to your name by posting a friendly photo of yourself. Being able to see your smile increases trust between host and traveler, and that’s a good thing, isn’t it? Often times, people like to stay with hosts who share common interests, so also share a little bit about yourself.

④. Set a competitive nightly rate.
Not sure what your nightly rate should be? Take a look at what other hosts in your area are charging and use a similar price. In general, it’s a good idea for new hosts to start slightly lower, and then raise it as you get more reviews. We even made a tool for you to help decide what your place is worth.

⑤. Update your calendar often.
Keeping your calendar up-to-date makes things easier for both you and travelers who can easily see whether your place is available when they need it. It also boosts your ranking which will make you appear higher in searches.

6. What is benefit when I upload the room in BnBHero?

The Collaborative Consumption is used to describe an economic model based on sharing, swapping, bartering, trading or renting access to products as opposed to ownership. That Collaborative Consumption for rooms is our mission. “Home away from Home” BnBHero was started under the following this slogan. BnBHero is giving people chance to make extra money when people want to rent their extra places. Therefore, BnBHero strongly recommend you to be a host if you want to rent out short term while you are looking for a long term tenant or you want to fund your vacation by renting out your place while you are away. Moreover it can be useful when you want to show your children the world without leaving your house or when you want to see if your second language skills are actually useful.

7. How much should I charge for my listing?

We’re always trying to think of great ways to help you manage your listing, but sometimes one of the most stressful things to do is to decide on a price for your fabulous place! To get an idea of what market prices are like in your area, you can search for comparable listings in your city or neighborhood. If you are a new host, you may want to charge a little lower than the average rate to attract travelers who are comparing your place to those with existing reviews.
We suggest pricing your first booking at about 25% less than your ideal price. Once you've got a review or two, you can start incrementally increasing your price. This is a good long-term strategy, and we hope you’re it with us for the long haul! You can edit your pricing at any time.

8. How should I do when receive the guest’s reservation request?

Guests love a prompt response, even if you cannot host them. Though, feel free to take some time to work out details with a guest in the message thread before responding to a request. You should still accept or decline every request you receive to avoid letting it expire. We are currently in the developments of implementing ranking system. Declining a reservation request has no impact on your ranking, but expired requests negatively affect your listing’s ranking. If you need help accepting or declining a request, contact BnBHero customer service center. We’d be happy to assist.

9. Should I book if I have not heard back from the host?

Everyone can easily understand your room information if you are writing in English. BnBHero uses Internet based translation tool to automatically translate information in the viewer’s language if different from language written. Although not a requirement, English is recommended.

10. How much does it cost to host on BnBHero?

Listing your space on BnBHero is free, and the benefits to you can be priceless! Not only can you make money, but you are also rewarded with the experiences you gain meeting people from all over the world.
While it doesn’t cost to list your space on BnBHero, we do collect 5% of each reservation you are paid for to cover the cost of processing guest payments. For example, if you have listed your property for $100 a night and a guest books one night, you'll get $95 in your pocket for the reservation. BnBHero also charges guests a service fee to cover the cost of running the site.

11. What are BnBHero service fees?

We charge guests a 5-12% service fee for every reservation booked, depending on the total of the reservation. The higher the total, the lower the percentage for the fee. The reason we scale the fee is so guests can save money when booking large reservations. This service fee is what actually goes to the site's operation, enables the platform that we provide.
BnBHero also charges hosts a 5% fee for every booking that is completed, which covers the cost of processing guest payments.

12. What are verifications, and how do I get verified?

Verifications help you build trust within our community because they show that you have taken extra steps to prove you are the awesome person you say you are. They appear on your public profile.
All members can verify their phone number or connect to Facebook to add verifications to their profile. Additionally, when you complete a reservation on BnBHero and receive a review, you automatically gain another verification.

13. When do I get paid (a payout) for my reservation?

As a safety reason, BnBHero holds your payout for 24 hours grace period after your guest checks in before releasing it to you. When there is no problem BnBHero will send the payment within 2-3 business days (processing time). This gives you and your guest time to make sure that everything is as expected. In the event of a guest cancellation, any payout owed to you will be issued 2-3 business days after the originally scheduled check-in date. We charge a 5% hosting fee for every reservation you book. Please check the price of the deposit account.

14. How do I promote my listing?

There are several ways to promote your listing. Creating more exposure in the Internet in addition to BnBHero will definitely help. Here’s 2 great ways.
Use Facebook to post your listing to your wall. The link will take your friends and followers straight to your listing’s public page. Share your listing’s URL on your personal blog or website by adding a shiny badge.

15. How do I use the calendar?

It is important to make sure your listing’s calendar is up-to-date since guests rely on your calendar to show them your rate and availability. It also keeps you informed of the reservations you have coming up. Manage your calendar at your Personal Dropdown Menu > My Listings > Edit > Calendar.
On the calendar, you can edit the availability or pricing of specific dates by clicking on the first and the last date of the time period to which you would like to apply the changes. If you only want to apply changes to one day, simply double-click that one day. A little window will pop up where can submit your changes.
When you’re all set, click the “Save Calendar Setting” button to update. You can view your live calendar as a guest sees it by going to your listing’s public page and clicking on the tab for the calendar. Your calendar dates will appear as green for every night you have available to book. For example, if a guest is checking out on the 15th and no other guest is checking in that day, the 15th will remain green since no one is staying the night of the 15th.

16. How do I include a cleaning fee in my listing?

You can add a cleaning fee to your listing to account for any extra expense you may have getting your listing nice and tidy after guests check out. Cleaning fees are added in your basic pricing at you’re Personal Dropdown Menu > My Listings > Edit > Pricing and Terms. They are automatically added to each guest's reservation total.

17. Why should my guest and I use your payment system?

Our payment system is secure, reliable, and convenient. We collect guest payments up front and in full when you accept a reservation request. By keeping your communication and transactions on BnBHero, you are upholding our terms of use and can rest assured that you will receive the proper payout for each and every reservation. We also uphold your cancellation policy from the moment the booking is accepted until the end of the reservation.
One of BnBHero's main attractions for guests is that we hold the payment for 24 hour grace period after the check-in date. For guests this means they can be confident their money is safe and secure until they have arrived at your place and are comfortable.

18. What are the cancellation policies I can choose for my listing?

There are two different cancellation policies available to fit your hosting needs. If your guest cancels the reservation, your payout is determined by the policy you had in place at the time of booking, though you can always decide to refund your guests more than the policy allows.
To edit your cancellation policy, go to your Personal Dropdown Menu > My Listings > Edit > Pricing and Terms.
You must set one of the following policies for each one of your listings. You can choose a different policy for each listing.

Moderate: full refund 5 days prior to arrival, except BnBHero Service fees. 50% of Accommodation & Cleaning fees within 5days of arrival. 50% of remaining nights accommodation after check in.

Strict: 50% of Accommodation & Cleaning Fee 7 days prior to arrival. Cleaning fees within 7days of arrival. No refund after check in.

19. How does the key exchange process work?

Guests and hosts work out details for checking in, exchanging keys, and checking out directly with each other. We recommend coordinating in the message thread on BnBHero so all your information is saved in one place for easy reference. After a reservation is accepted, personal contact information is easily found in the message thread, as well as in your BnBHero account in your itinerary (if you’re a guest) or in your confirmation (if you’re a host).
The decision of whether or not to give a guest a key is at the discretion of the host. However, it is generally expected that guests will have easy access to the accommodations they are paying for. Many hosts like to greet guests in person to pass along the keys. Other hosts send keys and instructions in the mail, leave them in a lockbox, or even have a neighbor meet a guest, if they aren’t available to do it themselves.

20. What happen if my guest cancels a reservation?

Unfortunately, sometimes a cancellation is unavoidable, regardless of how great you and your listing are. Please don’t take it personally!
Once your guest cancels the reservation, you will be automatically notified by BnBHero’s system. We will uphold your listing’s cancellation policy, and any refunds due will be automatically credited to your guest immediately after the official cancellation. Any payout owed to you will be issued 2-3 working days after the originally scheduled check-in date. It is important to note that if the reservation’s status has not changed to “canceled” in your BnBHero account, then the reservation has not been officially canceled in our system; it is still considered active and will still appear on your calendar.

21. How do I cancel a reservation as a host?

We take host cancellations very seriously, and we strongly discourage you from canceling reservations, as they can cause a big inconvenience to your guests. They also hurt the reliability of our website. When you cancel, the following policies may apply.
Your ranking in search results is negatively affected. An automatic review appears on your listing indicating that a reservation was canceled. Your calendar will remain unavailable for the dates of the reservation.
Once you cancel, your reservation’s status should have changed to “canceled” in your BnBHero account. If it has not, then the reservation has not been officially canceled in our system. To avoid cancellation altogether, you could make an agreement with your guest to alter a reservation. Please contact BnBHero for instructions on alterations or for any additional assistance canceling your reservation.

22. How can I turn off my listing and remove it from the search results?

You can turn your listing on or off by going to your Personal Dropdown Menu > My Listings, Next to your listing, you’ll see the option to make it visible or hidden.
After a listing’s status has been changed, the site's search results might not immediately reflect this. The site updates about every hour, so the search results will accurately reflect any changes after an hour has passed.
To permanently delete a listing for any reason, please contact BnBHero customer service center to assist you.

23. How do I cancel my account?

BnBHero would be sad to see you leave. Please let us know by contacting BnBHero customer service center if you have any questions or concerns with our services and site, and we would be happy to help you. However, when you decide you’d like to cancel your account. please send a request to customer@BnBHero.com from the email account that you have registered with us.

24. How do I contact with BnBHero?

You can contact BnBHero customer service center at www.BnBHero.com. You also could contact us by using email (customer@BnBHero.com)or phone (+82 1577-7297).

Frequently Asked Questions (Guests)

1. How do I sign up with BnBHero?

Signing up and creating an BnBHero account is free! The easiest way to sign up is by connecting with your Facebook account. This will automatically fill out some of your profile, and you’ll get an additional verification. If you don’t have or don’t want to use Facebook, you can also sign up with your email address to create an account. After signing up, make sure to finish completing your profile so that the community knows how awesome you are.

2. How do I travel on BnBHero?

①. Post your face
Sign up with BnBHero, create a great profile, and upload a profile photo. Build your reputation by getting verified, and hit up your friends for some references.

②. Find a place
Searching on BnBHero is easy! Enter your destination and select dates at www.BnBHero.com, and watch the prospects appear.
Choose your favorite listing, really get to know it, and make sure you familiarize yourself with the host’s reviews and profile. You can ask the host any additional questions before you book.

③. Book a space
Submit a reservation request by clicking the Book It button and entering your payment details. Don’t worry, you won’t be charged unless the host confirms your reservation, and you can rest assured that your payment is secure with us.

Review your host once you have checked out. Voicing your experience is an essential part of building our trusted community.
Carefully review cancellation policies before booking.

3. Do I have to fill out my profile?

BnBHero is a community marketplace built on trust and safety that facilitates the meeting of people in real life and is largely based on a review system. Completing your profile is key in preserving this trust because it makes your reviews reliable and authentic and allows you to share who you really are, right down to a real profile photo of you.
We want our community to be as genuine as possible, so we’re taking the additional step of notifying users whose profile photos do not include a face. After filling out your profile the first time, you don't have to repeat this information about yourself; users can simply click on your picture to view more about you, and you can click on theirs to view more about them.Guests are more willing to book a reservation with hosts who take the extra step to show who they really are. Additionally, hosts are able to set reservation requirements that require guests to have a profile photo and a verified phone number before making a reservation request.

4. What should my profile include?

A great profile includes your full name, a profile photo with your lovely face, and some interesting facts about yourself, such as where you're from and your interests or hobbies. This is your opportunity to highlight how awesome you are, so feel free to be creative! Though, you shouldn’t share any personal websites or links to any other online accounts you may have in order to be sure to keep your communication and transactions on BnBHero.
Verifications, references, and reviews also appear on your profile. You'll see the opportunity to verify your BnBHero account in order to build a trustworthy reputation by adding your phone number or connecting to a social network. If you are new on the site and don't have any reviews from hosts, references are great way to have friends, family, and co-workers vouch for you.

5. What is benefit when I upload the room in BnBHero?

The Collaborative Consumption is used to describe an economic model based on sharing, swapping, bartering, trading or renting access to products as opposed to ownership. That Collaborative Consumption for rooms is our mission. “Home away from Home” BnBHero was started under the following this slogan. Therefore, BnBHero strongly recommend you to be a guest if you want to feel like you are home there in another city. You also can stay, eat, and drink like a local. You will always be able to find rooms, even in peak season and make new friends in a new city.

6. What are verifications, and how do I get verified?

Verifications help you build trust within our community because they show that you have taken extra steps to prove you are the awesome person you say you are. They appear on your public profile.
All members can verify their phone number or connect to Facebook to add verifications to their profile. Additionally, when you complete a reservation on BnBHero and receive a review, you automatically gain another verification.

7. What happens after I click the Book it button?

When you click the Book It button, you are taken to a checkout page. This is not yet a reservation request. You’ll need to submit your payment information and agree to the cancellation policy, house rules, and terms of use on the checkout page to officially submit your request to a host. Then enter your payment details and agree to the terms of the reservation. We accept several methods of payment and some foreign currencies.
You will not be charged unless the host accepts your request. Host has 48 hours to reply to a request, but most hosts respond within few hours. If your request is accepted, then your payment is immediately processed and collected in full. If the host declines the request or the request expires, no charge is made and you can try booking those dates with someone else. We recommend you complete your profile and contact your host using the messaging system on the site before submitting a request. If you need help submitting a reservation request, feel free to contact BnBHero Support.

8. How do I contact a host to get more information about a listing?

Besides reading a listing’s description (don’t forget to look at the cancellation policy), amenities, and house rules, you can use the secure messaging service on BnBHero to find out more information about a listing before submitting any reservation requests. Feel free to ask hosts whatever you would like, just make sure to keep your communication and transactions on BnBHero. Please, don’t get discouraged if a host is not responding right away! We recommend messaging a number of hosts with inquiries before submitting a reservation request, and be sure to check out a host's reviews, references, and response rates to see how active they are in the community.

9. Should I book if I have not heard back from the host?

We understand how exciting planning a trip can be, as well as how frustrating it can be if you don’t hear back from a host right away. On average, hosts reply within few hours, but keep in mind you may be in different time zones. Generally, we recommend waiting to hear back from a host before submitting a reservation request. Once you have successfully made contact with a host and have all your questions answered, you can book with the assurance that your reservation request will be accepted. Also, be sure to check out a host's activity on the site by looking at reviews, response rates, and references. We find that the more active hosts are, the more likely they are to respond quickly.
If your host has not responded, please don’t take it personally! Feel free to reach out to other hosts in the area. You can contact as many hosts as you'd like, so it is up to hosts to respond to you in a timely fashion or risk losing their chance. If you’ve already submitted a request, you can cancel or retract the request without penalty as long as it has not yet been accepted.

10. How can I find the place if I have don’t have detailed address?

Guest will be provided with the Host’s direct contact information with detailed address when Host has an accepted reservation. You can contact your host using his or her direct contact information which is released to you found at the top of your message thread and in your itinerary. Feel free to contact BnBHero for support if you have waited over a day and haven't gotten a reply. We'll reach out to your host directly.

11. How does the check-in and key exchange process work?

Guests and hosts work out details for checking in, exchanging keys, and checking out directly with each other. We recommend coordinating in the message thread on BnBHero so all your information is saved in one place for easy reference. After a reservation is accepted, personal contact information is easily found in the message thread, as well as in your BnBHero account in your itinerary (if you’re a guest) or in your confirmation (if you’re a host).
The decision of whether or not to give a guest a key is at the discretion of the host. However, it is generally expected that guests will have easy access to the accommodations they are paying for. Many hosts like to greet guests in person to pass along the keys. Other hosts send keys and instructions in the mail, leave them in a lockbox, or even have a neighbor meet a guest, if they aren’t available to do it themselves.

12. How and When do I pay for my reservation?

Our secure payment system supports several payment methods and some foreign currencies. While we collect your payment information at the time you submit your reservation request using the Book It button, we don’t charge you unless your host accepts your reservation request. If a host accepts, your payment is immediately processed and collected in full, after which you can view your billing receipts in your BnBHero account. If a host denies your request or the request expires, we do not process the payment and you are not charged.
As a safety feature, BnBHero holds your payment for grace period of 24 hours after you check in before transferring it to your host. This gives you time to arrive at the listing and make sure that everything is as expected.

13. Why should I use your payment system to pay my host?

Our payment system is secure, reliable, and convenient. When you keep your communication and transactions on BnBHero, you ensure that you uphold our terms of use. We then ensure that your money is safe by holding your payment until 24 hours after check-in, at which point we transfer it to your host with some delay in processing time. This gives you time to arrive at the listing and make sure that everything is as expected. If something doesn’t seem right, you can get assistance from our friendly team by contacting BnBHero Support.

14. What are BnBHero service fees?

We charge guests a 5-12% service fee for every reservation booked, depending on the total of the reservation. The higher the total, the lower the percentage for the fee. The reason we scale the fee is so guests can save money when booking large reservations. This service fee is what actually goes to the site's operation, enables the platform that we provide, and allows us to offer BnBHero service before, during, and after travel.

15. What do I do if there is something wrong when I check in?

It’s best to contact BnBHero support within 24 hours of your arrival if you feel your listing is misrepresented, like if it’s lacking in a promised amenity or it doesn’t resemble the photos on the site. Make sure to tell your host what you find unsatisfactory. After all, hosts can’t fix something they don’t know is broken. Giving them the chance to rectify an issue is often the best way to ensure your reservation goes forward smoothly.
Should you desire to cancel your reservation because you feel the listing was misrepresented, you will be automatically refunded according to the cancellation policy of the listing after you cancel. Please read the policy carefully. In order to be refunded above and beyond the host's chosen policy, you will need to contact BnBHero support. You must document the specifics of the issue (with photos or video) to ensure that we can best help you. If you ever feel unsafe at your listing, you can contact our support so we can assist you right away.

16. What if a host informs me that the listing I booked is now unavailable, but they have an alternative?

If you’re okay with a switch and the listing is on BnBHero, either you or your host contact BnBHero to make changes in reservations. Pay attention to all details before initiating or accepting a change!
If you’re not okay with a switch or your host is asking you to switch without officially changing the reservation in your BnBHero account, please contact BnBHero Support so we can help you figure out the best solution.

17. What do I do if I can’t reach my host and I have a confirmed reservation?

In addition to using the messaging feature on BnBHero, you can contact your host using his or her direct contact information (which is released to you after you have an accepted reservation) found at the top of your message thread and in your itinerary. Keep in mind your host may be in a different time zone than you, and hosts typically respond to a message within 24 hours.
Feel free to contact BnBHero support if you have waited over a day and haven't gotten a reply. We'll reach out to your host directly. If you arrive and cannot reach your host, please contact us by phone at +82 1577-7297.

18. How can I protect myself as a guest?

There are some great ways you can protect yourself as a guest on BnBHero. We've listed a few.

①. Screen profiles and reviews of your potential hosts.
Look for verified phone numbers, connected social networks, and references, and be sure to read any reviews left by other BnBHero guests. If their profiles are a bit bare, feel free to ask them to complete some profile verifications before booking with them, or look for hosts who already have a strong reputation on the site.

②. Thoroughly read listings.
Make sure you read everything hosts have posted about their listing in the description, the amenities, and the house rules so there won’t be any surprises. In addition, you should understand a listing’s cancellation policy before you submit any reservation request.

③. Message on BnBHero before submitting a reservation request.
Make sure to keep your communication on our website. Take advantage of our messaging system to learn about your hosts and to clarify the price and amenities for the listing.

④. Contact BnBHero for support if you ever feel unsafe or uncomfortable.

19. Where do I find a listing’s cancellation policy?

A listing’s cancellation policy is found in the Detailed Report Box. If you have an accepted reservation, you will see the cancellation policy listed on your itinerary. Should you decide to cancel your reservation, we will automatically issue any refund in accordance with the listing’s policy. Additionally, you must agree to the policy when submitting a reservation request. We strongly recommend reviewing cancellation policies before booking reservations.

20. What do I do if a host cancels my reservation?

While we hope this doesn't happen to you, it's good to know how BnBHero is looking out for you in the event of a host cancellation. When a host has officially canceled your reservation on BnBHero, you will receive an email from the BnBHero system explaining that we have credited your account for the amount you paid for the reservation. We will refund to you.
Please know that we take host cancellations very seriously, as they can cause a big inconvenience to your travel plans. They also hurt the reliability of the website that we work so hard in providing. For these reasons, hosts are penalized for canceling reservations. If you need any help, just contact BnBHero Support. We are here to help you resolve the situation as quickly and smoothly as possible.

21. How do I cancel my reservation as a guest?

Life happens- and occasionally that means you'll need to cancel your reservation, regardless of how awesome your host and listing may be. You should first know that it is possible to alter reservation by contacting BnBHero, which might allow you to avoid the cancellation altogether. We strongly encourage you message your host on the site to discuss your options before canceling a reservation.
Should you need to cancel, you can do so at your Personal Dropdown Menu > My Trips. Find the reservation you want to cancel, click to change or cancel it, and follow the instructions. We will uphold the listing’s cancellation policy, and any refunds due will be automatically credited to you immediately after the official cancellation.
Once you cancel, the reservation’s status should have changed to “canceled” in your BnBHero account. If it has not, then the reservation has not been officially canceled in our system; it is still considered active and you won’t receive a refund.

22. How long does it take to process a refund?

Refunds are processed within 2-3 working days processing time. However, refunds issued to credit cards can take 5-7 business days to be reflected on your statement. Some refunds issued to foreign credit cards occasionally take up to 30 days to be reflected. If your reservation request was denied or expired, remember that you were never actually charged for the reservation.

23. How do I cancel my account?

BnBHero would be sad to see you leave. Please let us know by contacting BnBHero customer service center if you have any questions or concerns with our services and site, and we would be happy to help you.
However, when you decide you’d like to cancel your account, go to your Personal Dropdown Menu > Account > Settings > Cancel My Account.

24. How do I contact with BnBHero?

You can contact BnBHero customer service center at www.BnBHero.com. You also could contact us by using email (customer@BnBHero.com)or phone (+82 1577-7297).